Interactions

An Interaction is a logged touchpoint with a customer — a call, an email, a LinkedIn message, a meeting, or a quick note — timestamped and credited to whoever logged it. Interactions are part of the Sales CRM module.

You'll see interactions two ways: logged by hand from a customer, We Owe, or Service Request page, or automatically when someone emails or BCCs your inbound address.

Where They Show Up

Open any customer's detail page and expand the Interactions section to see everything logged for that account. We Owe and Service Request pages each have All, Comments, and Interactions tabs. All is one chronological timeline while the other tabs keep their focused composer and controls.

For a company-wide view, use the Interactions page in the sidebar — every interaction across every customer, with columns for who it's about, what it's tied to, and when it happened. Click a row to open the full details in a side panel: subject, the complete message body, who logged it, and when.

Tying an Interaction to Work

When you log an interaction, you can leave it on the customer's general timeline or tie it to a specific We Owe or Service Request. If you tied it to the wrong place, use Tie to to move it within that same customer account. You can't move an interaction to a different customer.

AI-interpreted inbound emails are marked AI-assisted everywhere they appear. Anyone who can view the interaction can choose Report AI issue to flag a bad interpretation for NORDVEST staff to review.

Editing and Deleting

Only the person who logged an interaction — or an admin — can re-tie or delete it. Deleting keeps the record recoverable behind the scenes; it doesn't just vanish from the database.

Requirements

Interactions are part of the Sales CRM module. If you don't see the Interactions page in your sidebar or the Interactions section on a customer's page, ask your admin whether Sales CRM is enabled for your company.

Passive interactions

Some things are worth logging even though you didn't do them — a prospect viewing your LinkedIn profile, for instance. Tick Passive when you log one.

A passive interaction still appears on the timeline, tagged so you can tell it apart. What it doesn't do is reset the contact clock: the deal keeps aging, and it still shows up in "Needs a touch" until you actually reach out. It also stays out of the Outreach chart on Sales Analytics, which measures work you did rather than interest they showed.

Everything you log normally counts as contact — Passive is the exception you opt into.